ABOUT THE ROLE

As the Senior IT Systems Engineer you will be a key member of the team, responsible for resolving complex support requests with computer hardware, software and network systems. As well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment. To work in a fast-paced dynamic team providing support over the phone, email, in person and enabling self-service.

KEY RESPONSIBILITIES

• Own requests and provide functional escalation to the management team, the customer and third-party suppliers so that SLA’s can be met daily. Have a clear understanding of each task status and if delegating, ensure the task is efficiently handed over in a timely manner.
• Managing a complex and diverse portfolio of applications which may be across several functions whilst continuously delivering improvements to those applications.
• Holding suppliers & 3rd parties to agreed Service Level Agreements/targets & addressing inconsistencies in supplier-provided managed services, ensuring that the service provided is best value for the company.
• Reporting key analytics, actions, goals and objectives with SLAs to stake holders on a weekly basis.
• Lead the management of the daily operation and implementation of IT secure systems.
• Lead risk and impact assessment and support security audit activity.
• Lead the implementation of new security technology approaches and implementing next generation solutions.
• Always protecting the intellectual property of the organisation.
• Supporting with ensuring all relevant licences are kept up to date and that the business is future proof fit.
• Coach and mentor other team members, guiding them through support incidents.